ComplaintsforSharper Service Solutions

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/15/2023, we purchased a GE Top Load 4.5 CuFt Washer and 7.2 CuFt Dryer from ****** for $1,304.39 for our new house. I arrived after the 15th. From the start we had issues with the washer making a terrible noise and the dryer not heating well. We split time between ** and AZ. We had a technician come out in an attempt to fix the units. Sharper Service Solutions ************************************************************************** ************** GE's technical service came out and determined the units between the two required seven plus parts. The washer needed a new transmission and the dryer was all screwed up and damaged inside. The parts were delayed and came the day before we had flights back to **. It was agreed they would repair the units upon our return. On 6/4/2024, the technician came back out and spent hours on the units. He said they were repaired. The technician had other jobs and failed to allow the washer to run a cycle to show it would not spin. We attempted to use the washer and it will not spin, just fills with water. The washer had actually worked before the technician touched it. Today, the same technician ******************************* came back out. He advised the unit needs more parts a motor and a control panel. He admitted he may have messed something up when he was here two days ago. I got on the phone with the owner of the company, ***********************, and discussed my displeasure with GE and his company technician. He advised I can just have my technician leave. His company is the contracted representative for GE in the area. His technician with only three years on the job appears not to know what he is doing or at a bare minimum has limited experience. At one point during the conversation with the technician he stated if he didn't want the units to work he could just cut the wiring. The technician agreed to order the required parts and get it fixed. This business has a 1 out of 5 star rating on BBB and is not BBB Accredited. They are in the mid 3's out of five on others.

  Business response

  06/10/2024

  We are very sorry that the customer is having continued problems with their GE washer.  As stated in the complaint, our tech came out to install the parts and he did deem it repaired after running test cycles once the parts were installed.  In the vast majority of repair scenarios, that concludes the repair experience.  Unfortunately, however, in rare occasions an appliance will have continued and/or different problems after a repair, as is the case here.  It can be an underlying issue not seen until the first repair is completed, a new issue induced by the previous problem, or even as the customer states it could even be caused by the technician.  It is unlikely that this secondary problem was caused by the technician, however, as those scenarios are usually a matter of a tech missing a connection or failing to properly install one of the parts that he installed - while the error codes this washer was now exhibiting point to additional parts that were not previously replaced.  Regardless of the cause, because the unit is still under GE warranty we have ordered the additional parts and are continuing with the repair at no cost to the customer. 

  Customer response

  06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ******* refrigerator model RF28HMEDBSG/AA that is just over 5 years old. The ice maker was freezing up solid ice all around it and not producing ice. I called Sharper Service Solutions located at ******************************************** and scheduled an appointment for March 5, 2024. The service repairman stated I needed a new ice maker model DA97-15217D. I paid $124.42 for the new ice maker, $249.00 for labor and $13.95 for OTHER with a total of $387.37 and while I was entering my **** charge on the portable hand held reader, it ask me if I wanted to add a TIP to the total. This was even before the the new unit was installed. The ice maker was mailed to my residence and the repairman installed on March 14, 2024. On May 22, 2024 the new ice maker was frozen over all around it and no ice was produced just like the old one. I called Sharper Services and was told a repairman would come out, but I would have to pay another service call of $109.00 just to look at it. I complained I already paid for a service that did not resolve the issue and the new icebreaker is faulty. I was told the labor charge is only valid for 30 days. Im requesting another new ice maker and no charge for a service call.

  Business response

  06/03/2024

  We are very sorry that the customer is having continued issues with their ******* fridge.  Sharper's warranty on our repair work is 30 days labor and 1 year on parts that we install.  This warranty is clearly marked on both our website, as well as on the repair invoice that was emailed to the customer on their prior repair.  The prior repair was completed on 3/14/24, and therefore our labor warranty expired 4/13/2 meaning the customer was 48 days outside of the 30 day warranty (78 days since the original repair completed) when they called in for further service on 5/31/24.  Despite that, we have called the customer (we spoke to *******************) to notify them that despite being 48 days outside of their 30 day warranty we will ***** an accommodation on our $109 service call charge when our tech visits them on 6/11/24.  They have been advised though, that they will still receive a labor estimate for repair that will be labor minus the service call charge.

  Customer response

  06/04/2024

   
  Complaint: 21792133
  
  I contacted ******* regarding the ice maker issue that Sharper Service could not resolve. ******* will send out a technician to install a new ice maker on June 6, 2024 and will not charge me for labor or parts. Yesterday **** from Sharper Service called me and offered to waive the $109.00 service call for June 11, 2024. However, they were also going to charge an additional labor fee. I explained this was not acceptable. I agreed to pay the original service call on March 5, 2024 of $109.00.  I requested a refund of $278.37 for the failed new ice maker and labor charge on March 14, 2024. I said I would return the failed ice maker to them and they could contact ******* about the issue. **** was going to discuss this request with management and someone would call me back, but I have not heard back yet.

  
  Sincerely,
  
  ***********************

  Customer response

  06/10/2024

  
  Just an update on my ice maker. Yesterday ******* came to my home and replaced the failed ice maker that was installed by Sharper Services. Here is a picture of the failed unit that I will return to them. Im still requesting my original refund request. If I can provide any additional information for you, please call or email me.
  Thanks you, *********************** ************
  

  
  

  Customer response

  06/10/2024

  
  Here are original pictures of failed unit
  

  
  

  Business response

  06/11/2024

  Again, we are sorry that the customer is having continued problems with their ******* fridge ice maker.  I am confused, however as to what is being asked of us at this point.  In the customer's complaint they said "I'm requesting another ice maker and no charge for a service call."   We have offered exactly that.  The warranty on the parts we replace is one year, so there would be zero charge for an additional ice maker.  And despite the customer initiating their secondary repair 48 days outside of our 30 day labor warranty (78 total days after the repair was completed) we also offered no charge on a service call which is normally $109.00.  We have offered exactly what the customer asked for in their original complaint and the offer still stands.

  Customer response

  06/11/2024

   
  Complaint: 21792133
  
  Yes they did offer to waive the second service call of $109.00 . I am requesting a refund for the labor cost of $249.00 for the day the ice maker was installed and then failed and they can have the failed ice maker back. This company did not respond when I first called them and after 48 hours I contacted ******* and explained the issues. ******* came out and installed a new ice maker and also installed a new circuit board which I did not mention in my previous message. I believe they are just taking advantage of me because Im a senior citizen. Please help me resolve this.
  
  Thank you,
  
  ***********************

  Business response

  06/11/2024

  We do not take advantage of senior citizens.  If customer can provide a copy of their ********************** invoice from ******* showing the service they received (replacement of ice maker & a circuit board), we would consider a refund.

  Customer response

  06/12/2024

  Ive tried to attach photos on your website but would not take. Please add the attached photos to my last message. Thank you. 

   

  Here is copy of ******* service call and ice maker repair. 

  Customer response

  06/20/2024

  Sharper Service requested I provide evidence that ******* repaired my ice maker and they would consider a refund. I sent you a copy of the invoice, a photo of the repair kit including a new circuit 

  Business response

  06/20/2024

  We will refund the labor paid ($249) back onto the customers card that they used to pay.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid 405.49$ for them to fix my fridge(inverter board)but it never got fixed, and for them to come out again it was going to take at least another week. I told them I was thinking about calling another company and they said just let them know, well I decided to use the other company who I felt was more reliable. they came and said it was the fan so after repairing I informed sharper and I sent them the invoices per their request and they will not refund my money for parts and service.

  Business response

  05/13/2024

  While it did take a few days to review the completed repair invoice that the customer provided from ********************** Hospital, once reviewed a full refund was issued as was promised.  We do apologize for any delay on the refund.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Whirlpool Contact them to fix my fridge. Eight day later their tech showed up and said he needed to order parts to fix it, but he would not until I paid for his visit. Normally This would be part of the service as it is warranty work, but I paid to get thing fixed. Their employee then stated someone would call me right away to schedule the fix. I had to call them two hours later and they stated they Would not help me as they had no one certified to work on my fridge. Our contract was simple, I pay and they fix it. Since they had no one certified to fix it and took my money anyway, I feel they just ripped me off.

  Business response

  11/13/2023

  The repair needed on this customer's fridge is a sealed system repair, which is a specialty skillset. While we do have sealed system techs @ Sharper, we don't happen to have one in this customer's area (Admittedly, we did not communicate this well).  We have since refunded his service call charge and offered to send a sealed system tech from a different area to take care of his repair for him but he refused. We are sorry that this resolution was unacceptable to him to the point that he felt  the need to blast us all over social media.

  Business response

  11/13/2023

  The repair needed on this customer's fridge is a sealed system repair, which is a specialty skillset. While we do have sealed system techs @ Sharper, we don't happen to have one in this customer's area (Admittedly, we did not communicate this well).  We have since refunded his service call charge and offered to send a sealed system tech from a different area to take care of his repair for him but he refused. We are sorry that this resolution was unacceptable to him to the point that he felt  the need to blast us all over social media.

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Whirlpool contracts this company to repair their appliances. An initial services appointment was set up to fix my dishwasher rack which is still in warranty. Sharper Solutions never showed up for the appointment and when I called the next day, they said the service was closed because I (The person with a broken dishwasher) refused service. They said "That's what our technicians notes say". The appointment was rescheduled through whirlpool for June 1st, 2 weeks later. They called to confirm on Thursday May 26th. On date of the appointment, June 1st, no one called to communicate a service window. I called in the morning and the person who answered said the technician has you on the schedule and will call you with a service window. I still hadn't heard from anyone 3 hours later. I called again and the woman who answered was irritated and said the tech would show up and that I was still scheduled. No services technicians ever showed up. I called the next morning and left a message stating no one had shown up and that I would like a call back. When the service person called back he stated that the technician tried to show up and called several times. I took the day off work to be home therefore had my phone present all day. No one tried to call me. I also have cameras at my house and no technician ever showed up to fix the dishwasher like they claimed. They tried to reschedule again and I declined their services.

  Business response

  06/03/2022

  We are sorry for any potential confusion on the part of our CSR's in regards to the events that took place.  I don't see in the notes that service was refused on 5/23 or on 6/1, but I do see notes that the technicians were trying to reach the customer, but couldn't - and therefore did not go out on the service call due to no response.  It might be possible we have the wrong # or the technicians mis-dialed.  We are very sorry for the inconvenience and hope that the alternate service provider that Whirlpool assigned to his is able to get your dishwasher repaired quickly.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our fridge start freezing our food so on March 7th, we called our ****** warranty and scheduled for repair. Sharper Appliance Repair was the company they utilized. It's been a nightmare. They came out on the 8th, told us that nothing was wrong because I had unplugged the fridge to defrost it and then plugged it back in, which removed the error code. Didn't investigate, didn't check anything, just said that I must have fixed it by unplugging it. Ok.......on the 9th our fridge was still very frozen so we called again and they came back out on the 11th. Ordered 2 parts and said they'd be back to repair when the parts came in. Got one part within 4 days. The other part, apparently is back-ordered. It's been nearly a month since this all started and when I call them, they have no time frame in sight on when they'll get the part. I called them this morning again to try to address this issue and when I pointed out that I saw that same part online in stock in 7 (!) different stores, one of which is literally down the street from me, whoever I spoke with interrupted me to tell me that he doesn't care what it says online, they ONLY order from their own warehouse and there is no update. Too bad. There seems to be a pretty consistent theme amongst reviews for this company that they come out, pretend everything is fine, get paid, have to come out again, get paid AGAIN, s**** around and do shoddy work, and get paid a THIRD time, if not more. I have concerns that they are overcharging customers and have a system of needing to do multiple repairs to fix a problem when other repair services fix the issue the first time. They seem to be happy to charge for every visit without consistently doing the work correctly. The same concerns from customers appear over the past two years of reviews for that company.

  Business response

  04/04/2022

  We are very sorry that you feel that we are not trying to get the part faster and that we intentionally do shoddy work in order to get paid multiple times.  But your assertions are false.   When we have technicians come out to evaluate an appliance, if the product we come to look at is not acting up nor showing any error codes there is simply nothing we can do, and we do not order parts for the sake of ordering parts without being able to verify there is a problem.We are sorry that your fridge was not acting up nor showing any codes at the time of our first visit. The second time we came out, we were able to verify a problem and we ordered two parts. One of those parts was the main board, part #**********. We ordered the part through Lowes actually, and it is unfortunately on backorder (they place their orders through ******* Parts). I have checked both ******* Parts & Reliable Parts, the two largest part distributors with the most locations and neither of them have this board in stock at any of their locations (I would be happy to provide screenshots if you would like proof). If you are finding that the board is in stock at 7 other stores, please let me know who they are and if theyare authorized Frigidaire distributors we may want to consider using them in the future. In regards to your claim that we are trying to get paid multiple times for jobs, we have a negotiated repair rate with the companies we do business with, including Lowes which means that they do not pay us per trip. They pay us one rate for a repair, meaning we get paid one flat amount whether a repair takes us one, two, three or 10 trips to repair a product therefore there is zero incentive for us to drag on a repair over multiple trips to your home. Additionally, we are contractually obligated to honor that repair rate for 90 days with Lowes, meaning if we are called back on a repair that we billed Lowes for we have to perform those additional repairs for $0. Therefore your accusation of us double dipping Lowes is 100% false.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has now been just over four weeks, on Nov 17th your repair person came out and said he needed to order a part, i had another appointment the following friday which was cancelled as he had an emergency, i was scheduled for the following friday, three adults in the house waiting for him to show, at approx 20 minutes past his scheduled time i sent a text to see if he was still coming, he said he knocked and knowone was home, i work from home and we had been waiting, i had to wait for the following monday when your office called to reschedule, that appt was out another 10 days, he shows up today and asks for the parts, i had no idea what he was talking about, he said the mailed them to me, i told him they did not, i had received nothing. he then comes out from my laundry room and says he called the office and they had been sent to some random address in ****** or perhaps his house, i ask him how long it will take now, he says it depends on if the parts went to his house, if they locate the parts at the random address or if he has to order new parts and if they even have them in stock.I then pull up your website and call *************), goes straight to music then someone picks up and hangs up, i call again and get another hang up, the third time i call i am told to GET OFF THE ***** and they hang up. Is this seriously how you treat your customers? I have never had such bad service in all my life, and to go without a washer for that ***************** contacted me yesterday 12/22/21 and assured me they found the part and would send out a tech on 12/23/21 to fix my 3 month old washer. i got a text from the technician this morning stating he opened the box and all the parts were not there, so they would need to order more, we are now over 5 weeks With the manufacturer warranty you are not priority and i just continue to get excuses and now work done

  Business response

  12/31/2021

  We were able to finally complete the repair on Wednesday 12/29.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was charged 217 for maintenance call labor and parts. Paid in cash up front as asked. Part was being mailed to my home and the tech would come install at his earliest convenience. They did not send part to me but sent to the tech instead. When I requested the part they continued giving me the run around. They said he’d be here between 1-3 never showed up never contacted me therefore leaving me out of work for hours missing pay. And not doing the service I paid for. Have called numerous times and no one can get the tech to call and the management is not returning calls.

  Business response

  12/10/2021

  Customer had already told us that they wanted the part and a refund.  The estimate was $47.46 for parts + $13.50 shipping + $156.00 labor = $216.96.  The customer prepaid the repair in full with $217 cash.  When the customer made their request to cancel service and still get the part and a refund, we scheduled for the tech to drop off the parts at their home and we sent them a refund check for $66.05 ($217 total repair - $47.46 parts - $13.50 shipping - $89.95 service call charge = $66.05). 

  Customer response

  12/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:the tech was supposed to show up to my home with the product between one and three pm. He never showed up with the item. There was no phone call to let me know he wasn’t coming and I missed four hours of work due to their negligence and no communication even after I called. I called and spoke with three different people. All three of which gave me the run around for over an hour just to finally come to the conclusion the tech was not going to show up. 
  
  Sincerely,
  
  ****** *****

  Business response

  12/16/2021

  We misspoke about the part being delivered as we now understand that he didn't drop it off but rather you did meet up with him and he gave them to you.  We apologize for our misunderstanding.  We are going to send you a refund check for $150.91 so there is zero dollars out of your pocket and you will have been given free parts.  We hope this will provide final satisfaction.

  Customer response

  12/16/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩